Malikh Box
Cincinnati,OH
Summary
Dynamic HR professional with extensive experience at Macy’s Inc., excelling in employee relations and case resolution. Proven track record of achieving a 99% quality control average, leveraging exceptional communication and problem-solving skills. Proficient in Salesforce and Kronos, dedicated to enhancing HR processes and fostering teamwork in high-volume environments.
Overview
25
25
years of professional experience
Work History
HR Contact Center Specialist
Macy’s Inc.
03.2023 - Current
- Interpreting and explaining HR policies, procedures, laws, standards, or regulations.
- Addressing employee relations issues, such as harassment allegations, work complaints, or other employee concerns.
- Providing technical guidance and expertise to employees regarding applicable policies, procedures, and programs.
- Collaborate with a team of 23 to manage HR-related questions and concerns for about 98,000 employees, 93% of whom are resolved on first contact.
- I have responded to 9,900 phone and self-service inquiries concerning more than 250 types of HR issues, including accommodations and benefits. Leaves of absence, onboarding, and payroll, through the simultaneous use of Salesforce, Kronos, and PeopleTools.
- I have maintained a 99% average on quality control audits, exceeding the department standard of 93%.
- I obtained special training and have worked 520 cases for Solutions InSTORE, Macy's four-step dispute resolution/binding arbitration program, which handles approximately 6,000 employee complaints and concerns per day.
HR Contact Center Representative
CommonSpirit Health
04.2022 - 03.2023
- Interacting directly with customers, via inbound calls, responding to requests for information and assistance with HR and payroll issues
- Exhibiting commitment and compassion
- Documented conversations with customers to track requests, problems and solutions
- Benefits and compensation
Payment Processor/Customer Service Representative/Quality Auditor
The Avon Company
10.1999 - 04.2022
- De-escalated problematic customer concerns, maintaining a calm and friendly demeanor.
- Uphold strict quality control policies and procedures during customer interactions.
- Cleared account balances by examining customer payments, payment history, and coordinating contact with collections.
- Prioritized and organized tasks to accomplish service goals.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Reconciled customer accounts and resolved discrepancies.
- Handled all electronic and manual payments and adjustments, ensuring that data was accurate.
- Trained newly hired employees by explaining company procedures, job duties, and performance expectations.
- Developed strong relationships with customers by providing exceptional customer service.
Skills
- Onboarding
- Problem solving
- Attention to detail
- Active listening
- Exceptional communication
- Research and data analysis
- Kronos proficiency
- Case management
- HR policy interpretation
- Employee relations
- Customer service
- Quality assurance controls
- Teamwork and collaboration
- Dependable and responsible
- PeopleTools proficiency
- Salesforce utilization
- Case resolution
Timeline
HR Contact Center Specialist
Macy’s Inc.
03.2023 - Current
HR Contact Center Representative
CommonSpirit Health
04.2022 - 03.2023
Payment Processor/Customer Service Representative/Quality Auditor
The Avon Company
10.1999 - 04.2022
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